nca-#1985747-v3b-archive_memorundum_of_understanding_core_vs_non-core

MEMORANDUM OF UNDERSTANDING

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Between

Public Works and Government Services Canada (PWGSC)

and

Shared Services Canada (SSC)

For the management of all PWGSC infrastructure support and services provided

by SSC

EDRM # 1985747

Version: 3.0 September 19th, 2014


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Version Log:

Author(s) Date Comments

Mikaël Meyer 11/06/2014 First Draft based on meetings and discussions with Marie Joannisse, Marc Carron, Bob, and Dany. Please note that this skeleton / high level. It also includes some info/texts that were initially exchanged in French between me, Marie, and Marc. It will be translated ASAP to have a consistent document written in one official language.

Mikaël Meyer 13/06/2014 Touch ups and additions to the draft.

Dany Maalouly 17/06/2014 Review the draft

Jessica Oliveira 26/06/2014 Draft review

Mikaël Meyer 24/07/2014 Changes and additions to “Appropriated services vs Cost recovery services” table. Also introduced SSC service line titles as suggested by Dany.

Dany Maalouly 24/07/2014 Review and touch-ups

Ralph Schildknecht 25/07/2014 Review, touch-ups, and corrections

Mikaël Meyer 25/07/2014 Minor Changes and formatting touch ups – Trying to start mapping TBS proposed template/example to existing titles/sections in the current document. NB: Additional changes and additional sections will be required.

Mikaël Meyer 28/07/2014 In order to comply with TBS recommendations and guidelines for MOU several sections have been added and other existing ones moved and or re-titled.

Mikaël Meyer 30/07/2014 Several changes have been done incl. finance section, process, etc. This document now complies with TBS requirements (and MOU example/template) and includes all the required sections – excluding business continuity and disaster recovery which does not seem to pertain to the present document.

Dany Maalouly 31/07/2014 Review

Dany Maalouly et Mikaël Meyer

06/08/2014 Review, touch-ups, and corrections

Mikaël Meyer 15/09/2014 Added definitions of SSC core / mandated main service categories based on SSC old service catalogue *** Last version prior transferring ownership of this document to SSC CRM


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Table of Contents

Business Contacts................................................................................................................................................................ 4

Executive Summary ............................................................................................................................................................. 5

1. Recitals ............................................................................................................................................................................ 6

2. Commencement and Duration ....................................................................................................................................... 6

3. Vision, Strategy and Outcome ........................................................................................................................................ 6

4. Purpose and Objectives .................................................................................................................................................. 6

5. Reference to Supporting Documents of Related Agreements........................................................................................ 7

6. Scope ............................................................................................................................................................................... 7

7. Fee Structure or Resource Pooling Arrangements ......................................................................................................... 7

8. Performance Targets and Reporting ............................................................................................................................... 8

9. Authorities, Accountabilities, Roles and Responsibilities / Governance ........................................................................ 8

10. Implementation .......................................................................................................................................................... 10

11. Designated Officials .................................................................................................................................................... 10

12. Dispute and Resolution ............................................................................................................................................... 10

13. Amendment and Termination..................................................................................................................................... 10

14. Definitions ................................................................................................................................................................... 11

15. Appropriated Services vs Cost Recovery Services ....................................................................................................... 12

The table below lists in a more detailed fashion, all the most common core / mandated services and optional “non core” services being cost recoverable: ......................................................................................................................... 14

Table 1.0 “Appropriated” vs “Cost Recovery” services provided by SSC ...................................................................... 14

o Dedicated or shared virtual desktop solutions (including hosting and software related costs). ............................. 15

o Citrix images/Xen App and VMware based virtual desktop solutions. ..................................................................... 15

16. Signatories ................................................................................................................................................................... 17

Lexicon of Acronyms ......................................................................................................................................................... 18

APPENDIX A: Issue Resolution Process ............................................................................................................................. 20

DCE SLA ............................................................................................................................................................................. 22

IT Security SLA ................................................................................................................................................................... 22

Translation Bureau SLA ..................................................................................................................................................... 22

Matane SLA ....................................................................................................................................................................... 22

Pension SLA ....................................................................................................................................................................... 22


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Business Contacts

PWGSC, PWGSC CIO BRANCH Representative

SSC Representative

Name: Gina Smith Jean-François Lymburner

Position or Title: Director General, Service Management Sector

Director General, Client Relations and Business Intake

Address: 11 Laurier Ave, Gatineau, QC K1A 0S5

434 Queen Street PO Box 9808, Station T CSC Ottawa, Ontario K1G 4A8

Phone #: 819-956-8283 613-996-0768

Fax #: 819-934-1443

E-mail: [email protected] [email protected]

mailto:[email protected]




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Executive Summary

The Chief Information Officer Branch (CIO Branch), on behalf of Public Works and Government Services Canada (PWGSC), and Shared Services Canada (SSC) are developing a master agreement to clearly identify all service categories provided by SSC as the information technology (IT) service provider for the infrastructure platform. The final approved version will be communicated to all levels within both organizations. In the event of future disagreement both parties will refer to this document to resolve disputes over costs and/or services.

The Government of Canada created SSC on August 4, 2011, to fundamentally transform how the Government manages its IT infrastructure. SSC’s mandate is to deliver electronic mail (email), data centre and telecommunication services to 43 federal departments and agencies (known as Partner Organizations). SSC also provides other optional services to government departments and agencies on a cost-recovery basis. The creation of Shared Services Canada will improve the efficiency, reliability and security of the Government's IT infrastructure. A more efficient and more standardized use of technology will increase productivity at PWGSC and will help build a more modern public service.

PWGSC’s mandate, as the application service provider for the Government of Canada, is to deliver high-quality services and programs that meet the needs of federal organizations, to ensure the sound stewardship of IT services on behalf of Canadians, and to excel in government operations.

Table 1.0 of this document represents the heart of this agreement and provides a common interpretation for both departments at all levels of management and operations. This document is the official document of reference for future agreements and charges. Annexes / attached agreements (SLAs and RAs) will be reviewed and updated on a yearly basis.


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1. Recitals

As per Orders in Counsel 2011-1297 (2011-11-15), 2012-0958 (2012-06-29) and 2013-0368 (2013-04-03), Shared Services Canada (SSC) has the mandate to will provide to the Government of Canada the following infrastructure Information Technology services: Email, data centres and networks, and will services related to the acquisition and provision of hardware and software, including security software, for end user devices.

2. Commencement and Duration

This MOU is effective as of time of first sign-off and it is valid from year to year but can be updated periodically if anything changes.

3. Vision, Strategy and Outcome

PWGSC and SSC are key GC players, both providing centralised and standardised services and solutions to other departments and agencies. Our organisations are both aiming for excellent, streamlined and cost efficient solutions and services, for enabling our clients to better conduct their business and day to day operations. In order to achieve this vision a strong and close relationship and partnership between PWGSC and SSC has to be maintained and grown, so both organisations can achieve their specific business objectives and deliver value services.

4. Purpose and Objectives

The purpose of this document is to set clear guidelines by grouping the SSC IT services provided to PWGSC into two distinct categories: “Appropriated” and “Cost Recovery.” This document will also specify the terms and conditions for ongoing support and maintenance of existing PWGSC operations activities and will establish an ongoing agreement between both organizations. One of the primary objectives of this agreement is to ensure that both organizations succeed in reaching common goals, and by becoming more efficient and agile to fulfill the requirements that the Government of Canada sets with regards to client service and customer-focused approach. This document therefore forms a framework for the joint delivery of IM/IT solutions and common IT services in support of the PWGSC and the Government of Canada current and future programs and initiatives. This master MOU will be supplemented with annexes comprising the individual agreements detailing the SSC ongoing operations support as well as project activities. These annexes will identify the deliverables and their associated fees if these services fall under the “Cost Recovery” category.


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5. Reference to Supporting Documents of Related Agreements

Supporting documents that were consulted in order to develop the present MOU are:

SSC Functional Directives v2.0 Source: SSC Website, URL: http://service.ssc-spc.gc.ca/sites/default/files/functional_direction_2_0_english.pdf

SSC In Scope - Out Scope Telecom services Source: Gcpedia, URL: http://www.gcpedia.gc.ca/wiki/SSC_telecom_networks

SSC Business Intake Model Summary Source: Slide provided by SSC CRM

All existing SLAs between PWGSC and SCC, including but limited to: DCE SLA, IT Security SLA, TrB SLA, Matane Imaging Services SLA, Pension SLA

TBSC Guidelines on Service Agreements: Essential Elements – MOU Example Source: http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25761&section=text#appB

6. Scope

This MOU will pertain to existing and new services requested by PWGSC CIO branch on behalf of PWGSC only. Any services for Other Government Departments (OGDs) will be outside this agreement and a separate service level agreement will be drafted. Both organizations will work collaboratively to ensure that the framework aligns with the GC IT vision and strategy

7. Fee Structure or Resource Pooling Arrangements

The financial arrangements for the relationship are the following:

For all SRs related to optional / cost recovery services: All official cost estimates, draft RAs, or final RAs will be reviewed by PWGSC CIO branch ISS and SMS/SSO and approved by PWGSC CIO (or appointed delegate), prior to SSC can start any action/implementations of goods and services; with the exception of major initiatives and projects that are funded by Treasury Board or through different mechanisms.

Official cost estimates (excluding emergencies), draft RAs, and final RAs will be reviewed, and approved or rejected by PWGSC CIO branch within 5 to 10 business days; after this delay SSC can choose to suspend or to cancel the SR.

In accordance with the Financial Administration Act, RAs will be billed by SSC based on the agreed calendar of payments, based on the level on the full completion or completed milestone(s), and will be conditional to PWGSC CIO branch sign off on the established milestone(s), as detailed within the agreed calendar of payments.

http://service.ssc-spc.gc.ca/sites/default/files/functional_direction_2_0_english.pdf

http://www.gcpedia.gc.ca/wiki/SSC_telecom_networks

http://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25761&section=text#appB


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Prior processing any payments through PWGSC CIO common account, a completion/advancement cost recovery SR report will be submitted by SSC to PWGSC CIO branch on a quarterly basis, and then reviewed and approved by PWGSC CIO branch. Payments will be released to SSC by PWGSC CIO branch within 30 days, after the submission of the completion/advancement cost recovery SR report. In case of emergencies that would require a prompt action from SSC and PWGSC, and requiring optional / cost recovery services, a class D estimate will be provided by SSC within same or the next business day, and will be reviewed and approved by PWGSC CIO branch management within same or the next business day, PWGSC CIO branch management will commit up to the maximum amount estimated by SSC and provide the corresponding FIN codes, prior to SSC can start executing the work. The final commitment and payment will be revised afterwards in order to reflect the actual costs of the resources and efforts required to complete the work.

To ensure a managed process, SSC will reject and redirect any service request that have been initiated outside of the proper channels and processes in place, and/or that has been initiated directly by any PWGSC Branch other than PWGSC CIO branch. This approach benefits both parties to ensure the efficient and effective implementation of the terms and conditions outlined in this agreement, ensures a consistent process for approving and processing service requests and payments, and also ensure a better usage of SSC available resources based on PWGSC and GC priorities.

NO payments will be made for services rendered outside the proper processes and channels, and/or omitting the review and approval of the official cost estimates, draft RAs, and final RAs by PWGSC CIO BRANCH management. Consequently SRs will NOT be initiated by PWGSC CIO BRANCH after a service has been fully or partially implemented, and SSC will assume ALL the inferred costs.

8. Performance Targets and Reporting

The main performance target is to reduce dramatically the number of financial disputes in regards of optional / recovery service requests’ recovery agreements, or to eliminate them, consequently reducing the current turnaround time between the optional SR submissions, solutions and cost approvals (RA), implementations and billing. *Currently a dispute can stay unresolved for weeks and more than likely months; prior a resolution can be found, therefore impacting SSC, PWGSC and PWGSC clients by creating unnecessary delays and frustrations on all sides.

9. Authorities, Accountabilities, Roles and Responsibilities / Governance

Shared Services Canada (SSC): As per Order in Counsel 2012-0958 (2012-06-29), SSC will provide to PWGSC core/mandated/appropriated infrastructure services at no cost as well as SSC can provide non-core/optional IT infrastructure services with a signed recovery agreement. SSC will make every effort to meet PWGSC business requirements within the timelines identified in each service request (SR). SSC will ensure that any existing or future service requests related to the provision of infrastructure support for any PWGSC Branch or Region will be redirected to CRM SSC, who will advise the clients to follow the proper process and channels by contacting PWGSC CIO branch “SMS/PRD.” This approach will reinforce the existing process and will act as a control


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mechanism by involving SSC CRM, SSC GOP, PWGSC CIO branch ISS and PWGSC CIO BRANCH SMS at the service request initiation stage. If PWGSC CIO branch is not engaged from the beginning of these requests, and/or omitting the review and approval of the official cost estimates, draft RAs, and final RAs by PWGSC CIO branch management, payments will not be honored. Additionally SSC being the authority of GC for delivering infrastructure Information Technology services: Email, data centres and networks, and as such SSC will ensure that all goods and services delivered to PWGSC are fully completed, functional and fully compliant with SSC and TBS directives, and are up to the industry level.

PWGSC CIO branch “ISS/SIM SRM”: SIM SRM will submit, track, follow-up and report on SRs as well as resolve any potential issues impacting the delivery of IT infrastructure services to PWGSC. SIM SRM will ensure the delivery of goods and services and sign-off to the appropriate end users through their respective PRDs, and then advises the PWGSC CIO branch finance team to proceed with payments. In case of dispute, the SIM SRM team will negotiate with SSC to achieve a mutual agreement with regards to the category of the services (appropriated vs cost recovery).

PWGSC CIO branch SMS/SSO (Strategic Sourcing Office): PWGSC CIO branch SMS/SSO will Review, negotiate, and make final recommendations to PWGSC CIO for all SSC RAs and SLAs. PWGSC CIO branch SMS/SSO also will handle all escalations when conflicts and issues cannot be resolved between ISS and SSC.

Enterprise Project Management Office: PWGSC CIO branch “SMS/EPMO”: EPMO will secure funding through TBS for projects and major initiatives for SSC net new infrastructure. EPMO will gather and validate business requirements from the business partners and will validate the proposed SSC technical solution, attend technical meetings and follow-up, provide feedbacks sign off in a timely fashion, and report concerns and issues to SIM.

Partner Relationship Director: PWGSC CIO branch “SMS/PRDs”: PRDs will gather and validate business requirements from the Branches/Regions and business partners, and then submits the request to SIM who will initiate the SR with SSC.

Application Engineering Services: PWGSC CIO branch “AES”: AES will validate the SSC proposed technical solution, attend technical meetings on behalf of PWGSC CIO branch partners and provide feedback to its SSC counterparts. Occasionally and as needed, AES will review and sign-off, in a timely fashion, on the solution design recommended by SSC. AES will raise concerns and report issues to SIM SRM and SSC GOP.

PWGSC Branches/Regions/Business Partners: Business partners will test and evaluate in a timely fashion the solution provided by SSC and validate that the service meets their requirements. A final sign-off on the solution will be provided to the PRDs and AES who will share this document with SSC.

When an IT service is required by PWGSC, PWGSC CIO branch on behalf of the business partners will initiate a service request (SR) and its departmental level of priority and send it to SSC. SSC will then create an internal SR to evaluate and provide PWGSC CIO branch with a proposed solution and an implementation timeline.

When the request is for an optional service, SSC will draft a recovery agreement (RA) to be reviewed by PWGSC CIO branch prior to the CIO approval.

Following PWGSC CIO approval, the service integration and management group (SIM) will send a copy of the signed RA to SSC for its records and for recovering the associated funds as detailed in section 7 of the present document.


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10. Implementation

All the changes required to adapt the current business processes to meet this MOU requirements will be completed jointly by SSC and PWGSC CIO branch in effect within 4 business weeks after the signature of this document.

11. Designated Officials

The following parties will be accountable for the communication and the implementation of this MOU: SSC CRM Manager SSC GOP SR Portfolio Manager PWGSC CIO BRANCH ISS SIM SRM Manager PWGSC CIO BRANCH SMS/SSO Manager

12. Dispute and Resolution

In the case of any disagreement with regard to the category of the services requested, both organizations agree to follow the resolution process (Appendix A) in a timely manner to avoid disrupting the progress of the appropriate SR and potential operational impacts that could result.

13. Amendment and Termination

This MOU is subject to an annual review by the executive sponsors from both departments. To allow sufficient time for review, the draft MOU is to be completed by February 28th of each year. Any amendments or additions to the terms or conditions of this MOU, specifically Table 1.0 – the “Appropriated” (core) vs “Cost Recovery” (optional) services provided by SSC – will be submitted in writing two weeks before this date. This MOU may also be reviewed upon written request by an authorized representative of either signatory authority. All changes to the document after sign-off will be tracked within the revision history table and will be communicated to pertinent levels of both organizations.


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14. Definitions

The terms core, mandated, appropriated services as defined and detailed in the present document, include all goods and services that will be provided by SSC at no cost to Public Works and Government Services Canada (PWGSC), so therefore that will absorbed by SSC through their operational budget or other means. The terms non-core, non-mandated, non-appropriated, optional, optional services and Cost Recovery services, as defined and detailed in the present document, include all services and goods that can be provided by SSC to PWGSC. All cost recovery services provided by SSC will be charged back to PWGSC on a cost recovered basis. PWGSC will pay as per the terms explained in Section 7 titled “Fee Structure or Resource Pooling Arrangements” of the present document.


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15. Appropriated Services vs Cost Recovery Services

Please note that the following section excludes all “transform”/major initiatives/projects/SRs funded by Treasury Board Secretariat (TBS) initiatives.

Are considered as core / mandated services, therefore not being “cost recoverable”, the following services as identified within OIC 2011-1297 (2011-11-15): Email, Data Centre and Network Services. Here are the definitions as per SSC initial service catalogue definitions:

Email Messaging Services: “E-mail Messaging Service provides users with secure, reliable e-mail messaging, accessible anytime and can be scaled to user demand. The managed service is provided for Microsoft Exchange and Lotus Notes environments. Features include a mail account with the ability to send/receive internal and external electronic messages.” Ref: URL : http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/sir-dce/sme-ems-eng.html, Date Modified: 2011-10-14

Data Centre Services: “Infrastructure for application hosting Data Centre Services offers a full suite of infrastructure services in state-of-the-art secure data centre facilities, to meet the application-hosting and utility computing needs of any government department and agency. Data Centre Services also provides IT disaster recovery services and print services. Definition and analysis of client requirements are supported through the Data Centre Transformation Services team. Whether you are a small group burdened by the costs of IT management or a large group looking to benefit from the expertise of a central function, Data Centre Services can help you focus on your business, not your infrastructure.” Data centre services include the following services:

“Utility Computing Services

Domain Name System (DNS) Hosting Service

IT Service Continuity

Virtual Storage

Mainframe Application Hosting

Midrange Application Hosting

Web Hosting” Ref: URL: http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/scd-dcs/index-eng.html, Date Modified: 2011-12-02

http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/sir-dce/sme-ems-eng.html

http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/scd-dcs/index-eng.html


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“Telecom” also known as “Network Services”: “Telecommunications "Anytime, anywhere voice and data services The Telecommunications Services portfolio today offers a suite of robust, feature-rich voice and data telecommunication services to over 300,000 users across the Government of Canada (GC). The current services are represented under the following service-line categories: Data Network Infrastructure services include bandwidth and managed IP solutions, enterprise network management and equipment solutions, Secure Channel network services, fixed and mobile satellite services, high-speed data centre connectivity service; Voice Network Services includes voice connectivity services, long-distance and calling card services, teleconferencing and toll-free services and managed telephony solutions.” Telecom / Networking Services include the following services: “Data Network Infrastructure Voice Network Services:

Data Network Infrastructure

Converged Network Services (CNS)

Government Managed Cabling Services (GMCS)

Shared Metropolitan Area Network Service (SMS)

Application Response Monitoring Service (ARMS)

Networking Equipment Services (NES)

Secure Channel Network (SCNet)

Fixed Satellite Services (FSS)

Mobile Satellite Services (MSS) Voice Network Services:

Calling Card Services (CCS)

Government Cellular Services (GCS)

Government Teleconferencing Service (GTS)

Local Access Services (LAS)

Long Distance Telephony Services (LDTS)

Managed Telecommunications Services (MTS)

Toll-Free Voice Services (TFVS)” Ref: URL: http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/telecommunications/index-eng.html, Date Modified: 2012-10-16

http://publiservice.tpsgc-pwgsc.gc.ca/sit-its/catalogue/telecommunications/index-eng.html


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The table below lists in a more detailed fashion, all the most common core / mandated services and optional “non core” services being cost recoverable:

Table 1.0 “Appropriated” vs “Cost Recovery” services provided by SSC

Appropriated

Cost Recovery

Data Centre Services (DCS): Increase capacity to existing services/servers due to business and normal growth requirements, such as:

Storage virtual and physical

RAM virtual and physical

Allocation of more virtual and physical CPUs when and if available

New and ongoing standard operational requirements, such as:

New standard virtual servers for Development, Testing, and Production (excluding major new projects/initiatives directly funded by TBS)

o Excluding the cost of ANY software above the operating system (OS) and SSC administrative tools, such as database management systems (DBMS) and other server specific software related costs (including licences and support contracts) are to be captured/documented, detailed and billed to PWGSC.

New and existing hosting of file transfer protocol (FTP) services/sites administered by PWGSC users

o Excluding the one-time security fee required for the firewall setup, making the FTP site available internally and externally, that will be charged to PWGSC as an optional service.

o Note: All existing FTP sites are currently administered by PWGSC users. PWGSC FTP administrators fulfill the following responsibilities: Creating, deleting user accounts, granting and removing read and write access to users, creating and deleting folders and files.

Data Centre Services (DCS): “Middleware”:

o ANY software above the operating system (OS) and SSC administrative tools, such as database management systems (DBMS) and other server specific software related costs (including licences and support contracts) are to be captured/documented, detailed and billed to PWGSC.

Distributed Computing Environment (DCE):

Requests related to desktop services such as:

o Regular user support / helpdesk services as detailed within DCE service level agreement (SLA).

o After hours and enhanced/executive/VIP support services as detailed within the DCE and Executive Support Services (ESS) SLAs.

o Any enhanced support services over and above the current standards and services, that would exceed the services detailed within the existing DCE and ESS SLAs, which will be added and accounted for within the next DCE SLA, in the following fiscal year.

o Dedicated support/resources on site, and/or by phone, that would be over and above the services detailed within


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Telecommunications Services:

This includes Managed Network Services (MNS), Networking Equipment Services (NES), Secure Channel Network (SCNet), Government Cellular Services and Government Teleconferencing Services (WebEx and Videoconference)

Increase capacity to existing services, due to business and normal growth requirements, and hardware evergreening activities such as:

o Bandwidth increase to meet business and technical requirements.

o Additional/new local area network (LAN) drops and upgraded/new network switches to accommodate additional users.

o Additional/new phone lines and desk phones.

o Additional/new BlackBerry (Q5 and Z10), wireless aircards/hotspots and all related services such as airtime (minutes), and data plans.

o Call/Contact center software and hardware.

o Additional/new WebEx accounts.

o Additional/new Videopresence software (including Cisco Movi/Jabber).

the existing DCE and ESS SLAs, which will be added and accounted for within the next DCE SLA, in the following fiscal year.

o Any other desktop services not part of the existing DCE and ESS SLAs, such as:

o Dedicated or shared virtual desktop solutions (including hosting and software related costs).

o Citrix images/Xen App and VMware based virtual desktop solutions.

These desktop services will be added and accounted for within the next DCE SLA, in the following fiscal year.

Telecommunication Services:

Anything over and above core telecommunication services:

o Facsimile (fax) Card (RightFax Card)

o Fax software

o Portable satellite phones

o TV cable and TV satellite services (Rogers, Videotron, etc.)

IT Security Services:

Any new/special firewall configurations, requirements and services that would be over and above the services detailed within the existing IT Security SLA, which will be added and accounted for within the next IT Security SLA, in the following fiscal year.

Any new managed secure file transfer (MSFT) service/node (point-to point -file encryption


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o Additional/new Videopresence hardware including: coder/decoder (codec) AND all audio-visual (A/V) components, and evergreening/replacement of existing, unserviceable and/or at end-of-life units including: codec AND all A/V components, by equivalent and compatible/standard units/products.

New and ongoing installations, moves, additional or changes (IMACs) to support standard operational requirements, such as:

o Cabling and network hardware/switches for "new" sites (buildings and/or floor)

Excluding full time equivalent (FTE) overtime required to deliver an expedited service to meet a PWGSC operational need.

Any other non-core telecommunications or DCE service not covered within the current DCE SLA.

Excludes major new projects/building installations/refits directly funded by TBS.

service) excluding any VM Hosting services, which will be added and accounted for within the next IT Security SLA, in the following fiscal year.

Any new/additional Internal Credential Management (ICM – now referred to as Identity, Credential and Access Management (ICAM)) credentials /certificates, , over and above the number of credentials accounted for within the current IT security SLA, which will added and accounted for within the next IT Security SLA, in the following fiscal year.

New/additional secure socket layer (SSL)/transport socket layer (TLS) certificates.

And other miscellaneous IT security service such as:

o Dedicated on-site support/resources, “Consulting”, if maintained at the end of the fiscal year (FY): it will be added and accounted for within the next IT Security SLA, in the following fiscal year.

****Remark: We will add and update any missing services and goods to the current table in order to avoid any future debates and misinterpretations. ****


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16. Signatories

Recommended by: _________________________________ Date: ______________ Gina Smith Director General, Service Management Sector Information Technology Services Branch Public Works and Government Services Canada ________________________________ Date: ______________ Jean-François Lymburner Director General, Clients Relations and Business Intake Shared Services Canada Approved by: _________________________________ Date: ______________ Pierre Boucher Chief Information Officer, Public Works and Government Services Canada ________________________________ Date: ______________ Peter Bruce Senior Assistant Deputy Minister, Projects and Client Relationships Shared Services Canada


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Lexicon of Acronyms

Acronym Definition

AES Application Engineering Services

CIO Chief Information Officer

CRM Client Relationship Management

EPMO Enterprise Project Management Office

GOP Government Operations Portfolio

ISS In-Service Support

PWGSC CIO BRANCH

Public Works and Government Services Canada Chief Information Officer Branch

MOU Memorandum of Understanding

OGD Other Government Department

PRD Partner Relationship Director

PWGSC Public Work and Government Services Canada

SIM Service Integration and Management

SLA Service Level Agreement

SMS Service Management Sector

SR Service Request

SSC Shared Services Canada

SSO Strategic Sourcing Office


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APPENDIXES


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APPENDIX A: Issue Resolution Process


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PROJECT ISSUE

ITSB SSC

Project Director Project Director

EPMO Senior Executive / GCDocs or MyGCHR COE

Senior Executive Director

Strategic Sourcing Office

SMS Director General

CRM Director General

CIO ADM

ISSUE WITH EXISTING

SYSTEM

ITSB SSC

Partner Relationship

Director

Operational Director

In Service Support

Senior Executive

Senior Executive

Director

Strategic Sourcing Office

SMS Director General

CRM Director General

CIO ADM


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DCE SLA

Insert 14/15 agreement here

IT Security SLA


Translation Bureau SLA


Matane SLA


Pension SLA


Other new SR at cost for optional services / RAs and/or SLAs completed/added in the course of the FY (Videopresence, other optional services)

EPMO (SMS) Agreements/RAs funded directly by TBS AND not funded directly by TBS – meaning “unplanned” adjustments/additions to TBS funded initiatives?

All branches past and current “direct” requests/RAs with SSC (not funded by TBS AND without PWGSC CIO BRANCH implication) – these requests need to follow the proper channel and go through ISS SIM.

nca-#1985747-v3b-archive_memorundum_of_understanding_core_vs_non-core

Documents

draft review mikal meyer

corrections mikal meyer

shared services canada

ssc edrm

ssc crm

additional changes

consistent document

current document